Help Desk Coordinator

MVW Technology; United Kingdom; Remote; GBP 25,000 - 45,000; Full time

Job summary

An established industry player is seeking a motivated individual to join their Managed Service team as a Service Desk Coordinator. This dynamic role combines service desk coordination with hands-on technical support, perfect for someone early in their IT career. You will manage incoming tickets, deliver frontline resolution for client issues, and coordinate with support resources. This position offers significant growth potential within a supportive environment that fosters professional development. If you're passionate about technology and delivering quality service, this is the opportunity for you.

Qualifications

• 2+ years in a support role as a 1st line engineer.
• Experience in a Service Desk coordination role.
• Familiarity with ITIL environments preferred.

Responsibilities

• Manage incoming tickets and coordinate support resources.
• Provide technical support for Microsoft 365 and Azure.
• Monitor performance against SLAs and manage ticket resolution.

Skills

Windows troubleshooting

Microsoft 365 administration

Azure fundamentals

Ticket management

Networking knowledge (TCP/IP, DNS, DHCP)

Education

Bachelor's degree or equivalent experience

Tools

Remote support tools

Ticketing systems

Job description

Direct message the job poster from MVW Technology

At MVW Technology Ltd we are committed to fostering the growth and development of all our team members. We offer a range of professional development opportunities to support both permanent staff and contractors in advancing their skills and careers. Through training programs, mentorship, and access to industry resources, we ensure that everyone has the tools and support needed to succeed and grow within the organisation.

We are a rapidly growing Microsoft 365 and Workplace Management consultancy with a global client base and a global team of elite consultants. We delight our customers with our personalised approach, highly dedicated and professional team, rapid mobilization of technology projects, and delivery of tangible benefits across productivity, mobility, and security.

POSITION SUMMARY

We're seeking a motivated individual to join the Managed Service team for a dynamic split role combining service desk coordination with hands-on technical support. This position offers an excellent opportunity for someone early in their IT career to develop both technical and coordination skills.

As Service Desk Coordinator (50%), you'll manage incoming tickets, coordinate with the other support resources, and ensure efficient workflow across the team. In your Technical Support capacity (50%), you'll deliver frontline resolution for client issues across Windows, Microsoft 365, and Azure environments.

The ideal candidate demonstrates strong organisational abilities alongside technical aptitude, with a focus on maximising ticket resolution while maintaining high customer satisfaction. Though junior in nature, this role carries significant responsibility and offers substantial growth potential for the right individual who thrives in a fast-paced environment and is passionate about efficient, quality service delivery.

You will be working remotely in the UK from your chosen place, but will be required on occasion to visit clients and meet up for social events with the MVW team.

RESPONSIBILITIES

Service Desk Coordinator (50%)

• Ownership and management of the inbound tickets from all clients
• Prioritisation and urgency setting of inbound tickets
• Assignment to a technical engineer from 2nd or 3rd line support
• Reporting of status, progress and trends on the ticket queues
• Ownership of ticket categories & subcategories, and alignment with client Service Desk systems
• Day to day management of the automated ticket solution (monitoring performance, systems parity and following scripts to restart where necessary)
• Chasing of progress against tickets and oversight on tickets nearing SLA breach
• Identification of repeat tickets that could be automated or resolved through simplified process
• Observe and monitor performance of the Service Desk against SLA’s
• Drive ticket numbers down to acceptable levels (to be agreed with Head of Managed Service)
• Assist in the development of policies, procedures, and standards relating to the service
• Contribute knowledge to client and/or internal technical projects as and when required

Technical Support (50%)

• Provide basic level support for inbound tickets for M365, Azure and I&AM (based on repeatable, script-based fixes)
• Escalate tickets to 2nd or 3rd line teams on a timely basis and as needed
• Communicate effectively and follow up in a positive and meaningful way on the status of incidents and problems

EXPERIENCE

• Minimum 2 years working in a support capacity as a 1st line engineer
• Experience working on a Service Desk in a coordination or ticket management role
• Managed Services company or Consultancy experience (desirable)
• Experience working in an ITIL environment (qualifications desirable)

QUALIFICATIONS AND SKILLS

• English level C1 or above
• Bachelor's degree or equivalent experience
• Practical knowledge of Windows desktop operating systems (W10/11, W365) and troubleshooting
• Basic understanding of Microsoft 365 applications and administration (Exchange, SharePoint, Teams, Intune)
• Familiarity with Azure fundamentals and cloud concepts (certifications a bonus)
• Experience with remote support tools and ticketing systems (industry recognised tools)
• Basic networking knowledge (TCP/IP, DNS, DHCP)

PERSONAL ATTRIBUTES

• Motivated self-starter
• Analytical and data driven mindset
• Personable and professional manner
• Process orientated
• Humble

We actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment, or other practical support where required.

We welcome applications from people with backgrounds that are traditionally underrepresented in tech and truly believe diversity is the key to creativity and innovation.

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  IT Services and IT Consulting

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